Remote Customer Support Engineer — Troubleshooting & Solutions

Arrise; Polska; Hybrid; PLN 90,000 - 120,000; Full time

Job summary

ARRISE is seeking a proactive RNG Customer Support Engineer to join our remote-friendly team in Poland. You will handle customer inquiries, troubleshoot technical issues, and provide clear guidance to resolve problems in a fast-paced, global iGaming environment.

Working remotely, you will collaborate with cross-functional teams, document interactions in the CRM, and continuously improve support workflows while maintaining high customer satisfaction. English proficiency is essential.

Qualifications

• Proven experience in customer service or related roles.
• Strong problem-solving and analytical skills.
• Excellent communication skills, verbal and written, with the ability to explain technical concepts to non-technical individuals.
• Proficiency in using ticketing systems, CRM software, and other support tools.
• Knowledge of Microsoft 365 tools (MS Teams, Word, SharePoint, etc.).
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong time management and organizational skills with the ability to prioritize tasks effectively.
• Customer-oriented mindset with a focus on providing exceptional service and satisfaction.
• Multitasking. Ability to handle multiple inquiries simultaneously.
• Tech-savvy. Quick to learn new tools via knowledgebases.
• English level Upper-Intermediate or higher.

Responsibilities

• Respond to customer inquiries and support requests promptly and professionally.
• Identify, troubleshoot, and resolve technical issues (within the scope of their knowledge and responsibilities) faced by Operators or their clients.
• Conduct analysis and analytics of the requested information.
• Report bugs, malfunctions, or any unpredictable behavior of the software.
• Provide step-by-step guidance and instructions to customers to resolve problems.
• Collaborate with cross-functional teams, such as account managers or technical support, to escape and resolve complex issues.
• Document and track customer interactions, including issues, resolutions, and follow-up actions, using a ticketing system or CRM software.
• Help Support peers with day-to-day tasks and professional development by sharing knowledge.
• Improve and keep up-to-date knowledge about the product, current support workflows, and procedures.
• RNG Customer Support Engineer also performs other duties as they deem necessary in the execution of their duties or duties as delegated by the Support Manager, Head of Support, or the Employer.

Skills

Customer service experience

Problem-solving

Communication skills

Ticketing & CRM tools

Microsoft 365 knowledge

Independent and team work

Time management

Customer-focused

Multitasking

Tech-savviness

English proficiency

Tools

Microsoft 365 (MS Teams, Word, SharePoint)

Job description

ARRISE is seeking a proactive RNG Customer Support Engineer to join our remote-friendly team in Poland. You will handle customer inquiries, troubleshoot technical issues, and provide clear guidance to resolve problems in a fast-paced, global iGaming environment.

Working remotely, you will collaborate with cross-functional teams, document interactions in the CRM, and continuously improve support workflows while maintaining high customer satisfaction. English proficiency is essential.